First Notice of Loss and Customer Service Representative (Auto Claims)

United Auto Insurance•Miami Gardens, FL

2d•Remote

About The Position

As a First Notice of Loss (FNOL) and Status Customer Service Representative for an automobile insurance company, you will serve not only as the first point of contact for policyholders following an accident or loss, but also as the representative responsible for updating customers on the status of their existing claims. In this critical role, your primary responsibility will be to provide compassionate, timely, and accurate assistance as customers report new auto claims, check the progress of ongoing claims, and seek updates throughout the process. You’ll gather essential details, assess the initial claim situation, and ensure each customer feels informed, supported, and confident about the next steps. This position offers a remote work arrangement within the Southeast region. Fluency in Spanish are highly desirable.

Requirements

Bilingual (English & Spanish)
At least 1 year of experience in a similar customer service role, preferably in the property and casualty insurance industry.
Strong communication skills, both written and verbal.
Detail-oriented with excellent organizational skills.

Nice To Haves

Knowledge of property and casualty insurance policies, coverage, and claims processed is a plus.

Responsibilities

Act as the first point of contact for policyholders reporting losses or damages and for those seeking updates on existing claims.
Gather relevant information, such as policy details, incident specifics, and contact information.
Clarify coverage terms and claim status as needed.
Offer clear, empathetic guidance to policyholders on next steps in the claims process.
Explain the required documentation and information needed to process or advance a claim.
Handle incoming calls from policyholders seeking updates on the status of their claims, providing clear, accurate, and empathetic information regarding claim progress, outstanding requirements, and next steps.
Provide timely and accurate status updates to policyholders regarding their claims, including next steps and estimated timelines.
Accurately record all information gathered during the FNOL process in the company's claims management system.
Ensure completeness and accuracy of claim reports and status communications.
Liaise with claims adjusters, appraisers, and other team members to schedule appraisals and relay updates.
Address any concerns or questions the policyholder may have, providing regular follow-ups as needed.
Ensure all FNOL and claim status processes adhere to company policies, industry regulations, and legal requirements.
Provide feedback to management on ways to improve the FNOL and claims communication process for enhanced customer satisfaction and operational efficiency.